Service Delivery Manager

Role Description

Retool’s Service Delivery Managers own execution and delivery for a portfolio of high-impact Professional Services engagements. This is a hands-on, embedded delivery role. You will operate as the day-to-day delivery owner - bringing structure, accountability, and clarity across Retool teams, certified partners, and customers. This role is ideal for a service delivery professional who is comfortable operating autonomously and prefers deep ownership over a limited set of complex projects.

• Own end-to-end delivery for a portfolio of high-impact Professional Services engagements
• Maintain a deep understanding of project goals, technical context, and customer environment
• Establish and maintain delivery structure: milestones, ownership, dependencies, and timelines
• Build and maintain project plans with clear ownership, dependencies, and delivery milestones
• Monitor project financial health, including scope, utilization, burn rate, and budget consumption; proactively identify expansion or change-order needs
• Act as Retool’s delivery owner for partner-led engagements, holding partners accountable through governance
• Partner closely with Solutions Architects to set the pace and manage scope
• Lead customer communication with confidence: set expectations, run weekly syncs, and deliver weekly updates
• Surface delivery, technical, or partner risks early and escalate with clear mitigation paths
• Drive a clean project closeout and stakeholder handoff with minimal oversight

Qualifications

• 5+ years of experience in project, program, or service delivery management within SaaS, Professional Services, consulting, or agency environments
• Proven ability to own complex, customer-facing delivery independently, from kickoff through closeout
• Ability to engage credibly in technical delivery discussions, even without being hands-on in implementation
• Experience managing multiple concurrent projects with senior stakeholders and competing priorities
• Strong judgment in scope control, risk identification, and escalation
• Demonstrated ability to hold external partners or vendors accountable through structured governance
• Exceptional written and verbal communication skills, including executive-ready status reporting
• Comfort operating in ambiguous, fast-moving environments where structure must often be created
• Strong prioritization and time management across multiple concurrent engagements
• (Nice to have) Experience with PSA tools (Rocketlane), enterprise SaaS implementations